The player from Germany had requested a withdrawal of 2500 euros one month ago, and only part of it (1500 euros) was under review while 1000 euros remained in his account. Despite multiple inquiries via live chat, he received repeated reassurances without resolution, and only his identity verification had been completed. The complaint was closed due to the player's lack of response to further questions and reminders from the Complaints Team. No further investigation or resolution was provided at that time.
RomiBet Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €2,500
RomiBet Casino
Safety Index:Below averageCase summary
Discussion
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2 months ago
Translation
I won 2500 euros on January 5, 2026... 1500 euros have been paid out or are under review since then, and the other 1000 are still in the gaming account.
I've contacted the casino via live chat several times, and they say the same thing every day... that I don't need to worry, everything is okay, and I'll get the money soon.
After 3 weeks, they finally got around to verifying my account… I sent them everything twice by email and once by uploading it to my profile!
Since then, only my identity has been confirmed.
Everything else is still on hold!
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Kevin1987AK,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you have already received a payment of €1500?
- Are there any documents in your account that are currently pending verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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2 months ago
TranslationNo, I haven't received a payment yet.
I can only make payments in increments of 500 euros.
I currently have 3 payout requests pending.
So, a total of €1500. The other €1000 is currently still in the player account because I can only request it again once the €1500 has been paid out. No, I didn't have an active bonus.
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2 months ago
TranslationThe casino requested verification from me on February 3rd. I then uploaded all the necessary documents to them via email and also on the casino website. My identity was confirmed, but nothing else was!
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2 months ago
Dear Kevin1987AK,
Thank you very much for your reply. Has the casino indicated that there might be a problem with approving specific documents? Additionally, have you received any communication indicating the status of your latest document submission?
Thank you in advance for your response.
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2 months ago
Dear Kevin1987AK,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
